Quality Management


Our Quality Assurance Program is a coordinated strategy, which ensures that the complex dynamics of healthcare delivery and the different perspectives of key stakeholders in the system are adequately represented. Quality Assurance activities in Isalu Hospitals are diverse and largely decentralized, though a central coordinating structure exists which has the potential to positively influence institutional reaction and direct the various departmental programs toward achieving common goals and maintaining compliance with the quality standards of the Hospital.

The Quality Initiative employs a multi-disciplinary approach to support and drive systems and facilities, including the clinicians and professionals working in those settings, towards superior care through:

  1. Continuous monitoring and surveillance conducted by the Quality Assurance department
  2. Continuous Quality Improvement on certain measures of quality
  3. Collaboration and partnership with certification and accreditation bodies such as Safe Care and Joint Commission International (JCI) in order to improve quality of service delivery


Our Commitment to Safe and Quality Healthcare: Your safety is our priority. Our goal is to make you feel safe and secure in our facility. Our members of our staff are dedicated to:

  1. Providing you with a safe, healthy and secure environment.
  2. Performing their jobs diligently.
  3. Using safe and effective practices and technologies.
  4. Responding to your needs in a timely manner.
  5. Ensuring your safety using International Patient Safety Goal Policy
  6. Ensuring effective communication between the caregivers and the clients by answering questions about your treatment and health condition, providing you with specific information about your care and explaining changes about your treatment.

Working with caregivers from across the country, Isalu Hospitals uses leading technology, systems, and processes to improve patient care and patient safety. This is just one part of our commitment to providing a broad range of high quality services that meet the growing and changing healthcare needs of the society.  

MONITORING PERFORMANCE Isalu Hospital is dedicated to International Patient Safety Goals and constantly monitors her performance as it relates to Quality measures. Each measure tracks a combination of evidence-based procedures that, if consistently implemented, will reduce the risk of complications and recurrences.

Our goal in Isalu Hospital is to be 100% compliant with all quality indicators. Although, achieving a 100% compliance level could be challenging, it takes teamwork and dedication by everyone involved in the care process, including the front-line caregivers, hospital managers and administrators to achieve this.

Physicians are also key players in quality improvement efforts. Their participation in and support of evidence-based care is essential to achieving the best possible outcome.


We understand the importance of audit in achieving effectiveness in healthcare organizations. Regular audit of our processes, equipments, technology and people is usually carried out across the organization to:

  1. Ensure sustenance of standards and procedures
  2. Ensure compliance to SOPs (Standard Operating Procedures)
  3. Provide guarantee of quality service to our numerous clients
  4. Identify possible causes of non‐compliance
  5. Mitigate the risk of non‐compliance

Hence, the overall objective of the audit system is to institute an appropriate SWOT analysis mechanism whereby the organization’s performance is constantly benchmarked with acceptable standards.

Statement of Rights

1. To enjoy considerate, compassionate and respectful care regardless of age, gender, race religion, physical or mental status.
2. To have attention when you request help, knowing that other patients may have more urgent needs.
3. To have care provided in safe setting. You have the right to be treated in a safe setting, free of abuse or harassment and neglect.
4. To be told the names of Doctors, Nurses and/or health team members directly involved in your care.
5. To have information in terms you can understand about your diagnosis, treatment and expected results to be provided by your attending physician.
6. To have utmost nursing care provided by our amiable nurses and other staffs who are committed to rendering qualitative nursing care and management.
7. To be kept informed of all planned course of treatment, procedures and its outcome and be allowed to determine if the patient does or does not wish the said treatment.
8. To be treated with compassion and respect at all times.
9. To have effective communication and written information appropriate to your ability to understand. That means if an interpreter or written information in a different language is needed it shall be provided.
10. To refuse a recommended treatment to the extent that is permitted by law and to be informed of the medical consequences of your refusal.
11. To leave the hospital against the advice of your doctor. If you choose to do so, the hospital and doctors will not be responsible for any medical consequences which may occur.
12. To have information to the risks, benefits and alternatives of your medical treatment.
13. To have family members or another person involved in your medical care and decisions at your request. This is usually accomplished with an advanced directive. The advance directive can be filled out at the hospital.
14. To within the confinement of the law, have all communications and records pertaining to your care treated with utmost confidentiality. You have the right to review or obtain a copy of your medical records according to the hospital policy and to have information explained as needed by a physician.
15. To be charged a reasonable and accurate bill for treatment. To question the accuracy of your hospital and physician bills (when in doubt), you have the right to request for summarized list of charges and to obtain information about those payments made to your bills.
16. To expect a reasonable continuity of care and to be informed by your Doctors or care givers of realistic patient care options when the hospital care is no longer appropriate (i.e. when there is a need for referral).
17. To expect to be informed at all times of any unanticipated outcomes of treatment and care.
18. To voice complaints and recommend changes with coercion, discrimination, reprisal or any interruptions in care or treatment. You may forward any of these to the Clients Relations Officer (who is a custodian of patient’s rights and responsibilities).
19. To ask questions when you do not understand what your doctor or other members of your healthcare team tells you about your diagnosis or treatment, inform your doctor of any anticipated problems following prescribed treatment or if you are considering alternative therapies
20. To ask your doctor or nurse what to expect regarding pain and its management and work with them to develop a pain management plan. Discuss your worries with your Doctor or nurse.

Statement of Responsibilities

1. Provide complete, correct and accurate information about your bio-data such as: your full name, address, telephone numbers, date of birth, next of kin, insurance carrier etc. Also, employer details when necessary and the state of your health including your present condition, past medical history, hospitalizations, allergies and any other matter that pertains to your health.
2. Keep appointments, be on time for your appointments and call as soon as you know you cannot keep your appointments.
3. Leave valuables at home and bring only those items necessary during your hospital stay.
4. Treat hospital staffs and other patients with respect and courtesy.
5. Show respect to the rights of other patients.
6. Abide by all hospital rules and regulations.
7. Pay your hospital bills completely and in a timely manner.
8. Comply with the no smoking policy of the hospital.
9. Comply with visitor’s policy to ensure rights and comfort of all patients is not violated.
10. Be considerate of noise level, privacy and safety; weapons are prohibited on premises.
11. Provide complete, correct and accurate information for insurance claims and work with the hospital billing officers to make payment arrangements.
12. Know your health insurance coverage and related policies concerning approvals, covered services, admissions and hospital specialists covered by your health insurance provider.
13. Ask questions from your health insurance provider, client’s relations officer or the hospital billing department if there are financial issues that you do not understand.
14. Participate to the best of your ability in making decisions about your medical treatment and to comply with the line of treatment agreed upon.

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